Customer Service Team Leader

Role Purpose

BuyGoods is expanding, creating a dedicated Customer Service Team Leader position to provide focused oversight of Customer Service representatives, separate from other operational duties. This role was formed due to restructuring, to enhance leadership coverage and operational efficiency by having one leader concentrate solely on Customer Service agents.

Key Responsibilities

• Lead, mentor, and develop a team of Customer Service Representatives.
• Conduct regular coaching sessions, performance evaluations, and create development plans.
• Oversee customer escalations ensuring prompt resolution.
• Collaborate with Subject Matter Experts to refine processes and share knowledge.
• Identify and implement workflow enhancements to improve efficiency.
• Support onboarding by facilitating shadowing and live coaching.
• Promote a positive, accountable, and high-achieving team culture.

Expected Success Milestones

• Within 30 days: Complete onboarding, understand products and support workflows, and build rapport with team and stakeholders.
• Within 90 days: Manage a team of at least 10 Customer Service Representatives, enhance productivity and service through coaching, and effectively handle escalations.
• Within 12 months: Establish a consistently high-performing team, deliver measurable KPI improvements, and nurture developing leaders to support business growth.

Qualifications

• At least 2 years’ experience as a Customer Service Team Leader.
• Experience managing 10 or more direct reports.
• Strong expertise in customer service operations and performance management.
• Proven skills in coaching, communication, leadership, and problem resolution.
• Experience with customer escalations and performance metrics.

Preferred Experience

• Background in telecommunications customer service.
• Experience with Amazon or other high-volume customer support.
• Experience leading email or ticket-based support teams.
• Familiarity with sales environments is a plus; however, BuyGoods does not handle direct sales.

Ideal Candidate Traits

• Passion for coaching and developing team members.
• Ability to make independent decisions and take ownership.
• Capability to stay composed under pressure and prioritize effectively.
• Adaptability to a fast-evolving, dynamic work setting.
• Lead with accountability and build trust within the team.
• Continuous focus on improving processes and enhancing customer experience.

Work Environment and Benefits

• Fully remote working arrangement.
• Opportunity to impact a growing global business directly.
• High levels of autonomy and ownership.
• Supportive leadership that embraces new ideas.
• Clear pathways for leadership career advancement.
• Performance-driven culture with recognition programs.
• Competitive pay, monthly KPI-based incentives, and additional employee perks.
• Ongoing leadership training and coaching.

Recruitment Process

• Initial recruiter screening.
• Interview with hiring manager.

About BuyGoods

BuyGoods operates under the Yomali Group umbrella, a fast-growing global eCommerce technology company aiding digital commerce worldwide. Their Customer Support team is crucial in providing exceptional service and partnering with operations to continuously enhance quality. They foster a remote-first, collaborative culture encouraging leadership and global business growth.